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Customer Retention Archives - Lean Consulting

What Brian the taxi driver can teach us about customer experience

What Brian the taxi driver can teach us about customer experience

By Customer experience, Customer Satisfaction, Customer Service, Improvement, Value Adding Activity
 I have been working out in Dublin since early December last year. This means lots of trips to and from the airport. It also means lots and lots of taxis. 

We met Brian one Friday afternoon when we booked a car to take us to the airport to fly home for the weekend and he happened to pick up the job.

Right off the bat, Brian was personable and friendly, really cheerful (which honestly isn’t a given where cabbies are concerned), and his car was immaculate (again, not a given). Brian dropped us off and that was that. 

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